Google reviews count number do not update

  • Resolved beliven

    (@beliven)


    5 months, 3 weeks ago

    Good morning,
    I’m contacting you to ask you for information about your plugin: I need to know what the logic is behind the “rating_number” field that manages the number of reviews coming from Google.
    This is because in recent tests when updating the comments we notice that it is not taken correctly compared to the present number when searching for our client in Google.
    As visible at the inserted link, at the middle of the page the widget shows 35 comments. Checking on Google our client has 65 comments.

    How can we recover that number correctly?
    Is there some error in your plugin or is there a limitation to that value given by the free version of the plugin?

    Plugin version tested: 10.9.1 and 12.1.2.


    A thousand thanks,
    Beliven

    The page I need help with: [log in to see the link]

Viewing 9 replies - 1 through 9 (of 9 total)

  • We are having the same issue – before and after plugin update. [review_count] number is off by about 40 and the slider [trustindex no-registration=google] no longer shows the Google rating score or number of reviews. We are at version Version 12.1.2 and I made sure to exclude https://cdn.trustindex.io/loader.js from are caching plugin – Autoptimize.

    Plugin Support Laca

    (@lacadev)

    Hi,

    Please send us the whole troubleshooting text!

    https://snipboard.io/jbQgkG.jpg

    https://snipboard.io/JIlY2m.jpg

    Feel free to write us, if you need further assistance.

    Best Regards,
    Trustindex Supprot Team

    Thread Starter beliven

    (@beliven)

    Good morning @lacadev,
    here there are the troubleshooting text from your plugin:

    URL: https://www.fabera.it/wp
    MySQL Version: 8.0.39
    WP Table Prefix: wp_
    WP Version: 6.3
    Server Name: www.fabera.it
    Cookie Domain: www.fabera.it
    CURL Library Present: Yes
    CSS path: /sites/www.fabera.it/files/web/app/uploads/trustindex-google-widget.css
    PHP Info: 
    	Version: 8.1.27
    	Memory Usage: 177.61MB
    	Memory Limit: 256M
    	Max Upload Size: 64M
    	Max Post Size: 64M
    	Allow URL fopen: On
    	Allow URL Include: Off
    	Display Errors: Off
    	Max Script Execution Time: 30 seconds
    	WP_HTTP_BLOCK_EXTERNAL: not defined
    	WP_ACCESSIBLE_HOSTS: not defined
    Plugin: Widgets for Google Reviews
    Plugin Version: 10.9.1
    Options: 
    	active: 1
    	version: 10.9.1
    	page-details: Array
    		(
    		    [id] => ChIJnWQDAPp0p0ERPRSDftoaa5w
    		    [name] => Fàbera Jewelry
    		    [address] => Via delle Cascine, 35, 50144 Firenze FI, Italy
    		    [avatar_url] => https://lh5.googleusercontent.com/p/AF1QipMYPOdQu-WxyvzUL03a2fFD7dBJyGv5V-w8-axm=w900-h900-k-no-p
    		    [rating_number] => 35
    		    [rating_score] => 5
    		)
    		
    	subscription-id: 
    	proxy-check: 
    	style-id: 4
    	review-content: <div class="ti-widget" data-layout-id="4" data-set-id="" data-pid="b5167179c03e50ec942cb" data-pager-autoplay-timeout="6" data-review-target-width="300" > <div class="ti-widget-container ti-col-3"> <div class="ti-reviews-container"> <div class="ti-controls"> <div class="ti-next"></div> <div class="ti-prev"></div> </div> <div class="ti-reviews-container-wrapper"> <!-- R-LIST --> <div class="ti-review-item source-%platform%" > <div class="ti-inner"> <div class="ti-review-header"> <div class="ti-profile-img"> <img src="%reviewer_photo%" alt="%reviewer_name%" /> </div> <div class="ti-profile-details"> <div class="ti-name"> %reviewer_name% </div> <div class="ti-date">%created_at%</div> </div> </div> <span class="ti-stars"><span class="ti-star f"></span><span class="ti-star f"></span><span class="ti-star f"></span><span class="ti-star f"></span><span class="ti-star f"></span></span> <div class="ti-review-content"><!-- R-CONTENT -->%text%<!-- R-CONTENT --></div> <span class="ti-read-more" data-container=".ti-review-content" data-collapse-text="Nascondere" data-open-text="Leggi di più"></span> </div> </div> <!-- R-LIST --> </div> <div class="ti-controls-line"> <div class="dot"></div> </div> </div> <div class="ti-footer"> <div class="ti-rating-text"> <span class="nowrap">Valutazione complessiva <strong>PLATFORM_NAME</strong> </span><span class="nowrap"><strong>RATING_SCORE</strong> su RATING_SCALE, </span><span class="nowrap">in base a <strong>RATING_NUMBER recensioni</strong></span><!-- FOOTER FILTER TEXT --> </div> </div> <div class="ti-footer-filter-text"><!-- FOOTER FILTER TEXT --></div> </div> </div>
    	filter: 
    	scss-set: ligth-border
    	lang: it
    	no-rating-text: 0
    	dateformat: 
    	rate-us-feedback: 
    	verified-icon: 0
    	enable-animation: 1
    	show-arrows: 1
    	content-saved-to: 10.9.1
    	show-reviewers-photo: 1
    	download-timestamp: 2024-09-12 15:30:17
    	widget-setted-up: 1
    	disable-font: 1
    	show-logos: 0
    	show-stars: 1
    	load-css-inline: 
    	align: 
    	review-text-mode: 
    	amp-hidden-notification: 
    	review-download-token: 29c1c620fe
    	review-download-inprogress: 
    	review-download-request-id: 999b64351699g3c1
    	review-download-modal: 0
    	review-download-is-connecting: 
    	review-manual-download: 
    	reply-generated: 
    	footer-filter-text: 0
    	show-header-button: 1
    	reviews-load-more: 1
    	activation-redirect: 
    	notifications: Array
    		(
    		    [not-using-no-connection] => Array
    		        (
    		            [timestamp] => 1698327239
    		            [active] => 
    		            [do-check] => 
    		        )
    		
    		    [rate-us] => Array
    		        (
    		            [active] => 1
    		            [timestamp] => 1699872546
    		            [hidden] => 1
    		        )
    		
    		    [not-using-no-widget] => Array
    		        (
    		            [active] => 
    		            [timestamp] => 1698248072
    		        )
    		
    		    [review-download-available] => Array
    		        (
    		            [do-check] => 
    		            [active] => 
    		        )
    		
    		    [review-download-finished] => Array
    		        (
    		            [active] => 
    		        )
    		
    		)
    		

    Reviews: Array
    	(
    	    [0] => stdClass Object
    	        (
    	            [id] => 1
    	            [user] => Andrea Camerini
    	            [user_photo] => https://lh3.googleusercontent.com/a/ACg8ocJxY8v4NgzBVindbJcTuOaxNqOGKWtaSz8hnim_lmd2u49wxQ=s120-c-rp-mo-ba2-br100
    	            [text] => Un’esperienza splendida! Fabio e Chiara ci hanno permesso di realizzare un piccolo sogno, partendo dai nostri ori di famiglia. Con un’organizzazione impeccabile, é stato possibile svolgere ogni step a distanza: dalla call conoscitiva, all’approvazione del progetto, fino alla spedizione degli ori e alla consegna del gioiello finito. Davvero super soddisfatti, consigliamo a chiunque voglia realizzare il proprio gioiello!
    	            [rating] => 5.0
    	            [highlight] => 
    	            [date] => 2024-08-28
    	            [reviewId] => ChdDSUhNMG9nS0VJQ0FnSUQ3aThHMnVRRRAB
    	            [reply] => 
    	        )
    	
    	    [1] => stdClass Object
    	        (
    	            [id] => 2
    	            [user] => Ilaria Caridi
    	            [user_photo] => https://lh3.googleusercontent.com/a-/ALV-UjWoedf2P8-pOpH6up13eYMAtELTtEGovpDxwPLPEKfYWBxiDpRBVQ=s120-c-rp-mo-br100
    	            [text] => Dopo l’anello di fidanzamento e le fedi, ho deciso di affidarmi a Fabera anche per gli orecchini che mi sono regalata per la nascita delle mie bambine. Fabio e Chiara sono stati impeccabili nel capire tutte le mie esigenze e preferenze e tramutarli nel mio gioiello. I diamanti hanno una luce incredibile e il design è proprio come lo volevo. Ho chiesto un orecchino che possa tenere anche quando vado a dormire e loro l’hanno disegnato in modo che non mi dia alcun fastidio. Fabera è sinonimo di qualità. Grazie mille ragazzi ??
    	            [rating] => 5.0
    	            [highlight] => 
    	            [date] => 2024-08-28
    	            [reviewId] => ChdDSUhNMG9nS0VJQ0FnSUQ3MDRPSmh3RRAB
    	            [reply] => 
    	        )
    	
    	    [2] => stdClass Object
    	        (
    	            [id] => 3
    	            [user] => Leonardo Ferro
    	            [user_photo] => https://lh3.googleusercontent.com/a/ACg8ocI1l30FZEZ5E6birnmrVhWrhsrt3p2pJqkhPt4DmO1Z-xR7jA=s120-c-rp-mo-br100
    	            [text] => I'm going to tell you the whole story so you can really understand how important Fabio and Chiara were and how committed they are to their work. I decided to propose to my girlfriend on a trip to Italy and a jewelry store in my country simply didn't delivered before the departure date as they had promised. By coincidence, Fabio and Chiara were on vacation in the same region that I was going to be in for part of my trip, and they simply drove from the city they were in, came to us and surreptitiously handed me the ring in the lobby (actually in the bathroom) from the Airport so that the surprise would not be compromised. In addition to the beauty of the ring - which is spectacular - they love what they do and did everything to help me, even establishing a plan to deliver the ring in disguise exactly when the plane was landing, it was sensational. The energy that the piece gains from the care and love of their work made all the difference. I highly recommend their work to everyone. Thanks once again, Fábio and Chiara. We will never forget your gesture and care.
    	            [rating] => 5.0
    	            [highlight] => 
    	            [date] => 2024-08-19
    	            [reviewId] => ChZDSUhNMG9nS0VJQ0FnSUQ3Z09MZ0VnEAE
    	            [reply] => 
    	        )
    	
    	    [3] => stdClass Object
    	        (
    	            [id] => 4
    	            [user] => Alessandro Marolla
    	            [user_photo] => https://lh3.googleusercontent.com/a/ACg8ocJa1gbnPBrYRHYlE034PoUf54RwuFG0O5_g8W4-idkxpJE8ug=s120-c-rp-mo-ba4-br100
    	            [text] => Ero alla ricerca di un anello di fidanzamento che non fosse convenzionale ed ho trovato Fàbera. Questa volta devo dire grazie alle sponsorizzazioni che mi hanno fatto scoprire una bella e giovane realtà.  Un ringraziamento speciale a Chiara e Fabio che mi hanno seguito passo passo nella creazione dell'anello. Sono molto felice di avervi scelto. Grazie ancora
    	            [rating] => 5.0
    	            [highlight] => 
    	            [date] => 2024-07-30
    	            [reviewId] => ChdDSUhNMG9nS0VJQ0FnSUNieDUtS3lRRRAB
    	            [reply] => Ciao Alessandro! Grazie di cuore per il messaggio e soprattutto per averci scelti. Un caro saluto, Chiara e Fabio
    	        )
    	
    	    [4] => stdClass Object
    	        (
    	            [id] => 5
    	            [user] => Gianpaolo Lo Presti
    	            [user_photo] => https://lh3.googleusercontent.com/a-/ALV-UjVuR-2Xe9DcuYMJcNSoB3id7kLgh-_aLZiiAaerwIiRhCAz1qVBsw=s120-c-rp-mo-br100
    	            [text] => 
    	            [rating] => 5.0
    	            [highlight] => 
    	            [date] => 2024-07-30
    	            [reviewId] => ChdDSUhNMG9nS0VJQ0FnSUNiMjc3VXFnRRAB
    	            [reply] => Ciao Gianpaolo! Grazie di cuore per la recensione positiva :) Un saluto, Chiara e Fabio
    	        )
    	
    	    [5] => stdClass Object
    	        (
    	            [id] => 6
    	            [user] => Alberto Fagni
    	            [user_photo] => https://lh3.googleusercontent.com/a-/ALV-UjXd3qfWS5FzHCBiRuGWJURo48MI5H9HWHsrqhiiJUq5Gl81G5I0=s120-c-rp-mo-ba2-br100
    	            [text] => Mi sono rivolto a Fabio e Chiara per realizzare l'anello di fidanzamento dei miei sogni. Oltre a essere due persone splendide, ho trovato anche dei professionisti preparatissimi che hanno trasformato le mie idee in realtà.
    	Non posso che ritenermi estremamente soddisfatto per essermi rivolto a loro per un momento così importante.
    	            [rating] => 5.0
    	            [highlight] => 
    	            [date] => 2024-07-30
    	            [reviewId] => ChZDSUhNMG9nS0VJQ0FnSUNiMjVUa0xnEAE
    	            [reply] => Ciao Alberto, grazie di cuore per le tue parole! Un piacere e un onore per noi essere stati al vostro fianco in questo evento così importante. Un caro saluto a te e Giulia, Chiara e Fabio
    	        )
    	
    	    [6] => stdClass Object
    	        (
    	            [id] => 7
    	            [user] => ciornei nicusor
    	            [user_photo] => https://lh3.googleusercontent.com/a/ACg8ocI9LJbAFKN3LHkuZ2Onf4oDaK1hSTUxVFALLClCZuKJ8Cylew=s120-c-rp-mo-br100
    	            [text] => Ringraziamo di cuore a Fabio e Chiara per tutto l'aiuto e i consigli, sono delle persone meravigliose e pazienti con persone difficili come me :)) , l'anello che hanno realizzato è più che stupendo non potevo desiderare piu di cosi con attenzione eccezionale ai dettagli?? , consiglierò a tutti di Fàbera e tornerò per altri gioielli sempre da loro perché lavorano con qualità e sono molto sinceri in tutto ,mi hanno dato anche la sicurezza di comprare un anello solo parlando con loro senza conoscersi da persona perché abito a Milano...di nuovo un enorme ringraziamento per tutto????????
    	            [rating] => 5.0
    	            [highlight] => 
    	            [date] => 2024-07-17
    	            [reviewId] => ChRDSUhNMG9nS0VJQ0FnSURydnV3dBAB
    	            [reply] => Ciao Nicu! Che splendide parole, grazie mille di cuore. Per noi è stato un piacere creare il vostro anello di fidanzamento. A presto, Chiara e Fabio
    	        )
    	
    	    [7] => stdClass Object
    	        (
    	            [id] => 8
    	            [user] => Ion Zop
    	            [user_photo] => https://lh3.googleusercontent.com/a-/ALV-UjWejdw3XZrw0lWypZOYDuGz8gqRYKI6Y55Q0ZuA9xz9KySnpbbRIA=s120-c-rp-mo-ba5-br100
    	            [text] => Che dire, non posso che consigliare questa gioielleria!
    	Comunicazione, serietà, gentilezza, passione, velocità e creatività eccezionali. Attenzione al cliente sempre al primo posto ed esperienza molto positiva.
    	Anche a distanza ho sempre avuto fiducia e non ho mai avuto motivo per dubitare. Grazie mille, Fabio e Chiara!
    	            [rating] => 5.0
    	            [highlight] => 
    	            [date] => 2024-07-10
    	            [reviewId] => ChZDSUhNMG9nS0VJQ0FnSUNydzd2SFR3EAE
    	            [reply] => Ciao Ion, grazie di cuore per le tue parole. Per noi è stato un piacere e un onore creare il tuo anello di fidanzamento su misura. Buon tutto, Chiara e Fabio
    	        )
    	
    	    [8] => stdClass Object
    	        (
    	            [id] => 9
    	            [user] => Maria Antonietta Di Dato
    	            [user_photo] => https://lh3.googleusercontent.com/a-/ALV-UjXfa8hILfJIiHxHI8a2Hc16RlZJWINVgAgrL08Y5DxM4fbCoqhq=s120-c-rp-mo-br100
    	            [text] => Bellissima esperienza! i loro articoli sono molto particolari e belli.  I proprietari sono molto disponibili e gentili!
    	            [rating] => 5.0
    	            [highlight] => 
    	            [date] => 2024-07-06
    	            [reviewId] => ChdDSUhNMG9nS0VJQ0FnSUNydXNEYm9BRRAB
    	            [reply] => Ciao Maria Antonietta! Grazie di cuore per le tue parole. Chiara e Fabio
    	        )
    	
    	    [9] => stdClass Object
    	        (
    	            [id] => 10
    	            [user] => Alexis Javier Ruiz Rueda
    	            [user_photo] => https://lh3.googleusercontent.com/a/ACg8ocKB91M_iDvCl3T3ZqL3OWmhGHx38u5fSl239Rq-e3AzXkchnQ=s120-c-rp-mo-br100
    	            [text] => Chiara e Fabio sono 2 persone stupende che sanno fare il loro lavoro.
    	L'attenzione è eccezionale come i loro gioielli.
    	Sono arrivato cercando un anello e sono tornato con una meraviglia ed una grande esperienza
    	
    	Gracias por todo!
    	Se potessi Vi darei 10 stelle.
    	            [rating] => 5.0
    	            [highlight] => 
    	            [date] => 2024-07-03
    	            [reviewId] => ChdDSUhNMG9nS0VJQ0FnSUNyaUlhc2x3RRAB
    	            [reply] => Caro Alexis, grazie a te per averci scelti e per essere venuto fino a Firenze per creare il tuo anello di fidanzamento. è stato un piacere lavorare insieme a te al banco orafo e ci auguriamo di rivederti presto. Un abbraccio, Chiara e Fabio
    	        )
    	
    	)

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    Thank you very much,
    Beliven

    Laca, would you like me to open a separate ticket?

    Plugin Support Laca

    (@lacadev)

    Hi,

    To resolve the issue, please follow these steps:

    1. Update the plugin to the latest version.
    2. Go to the “Advanced” menu and click the “Re-create” button to reset the plugin.
    3. In the “Free Widget Configurator” tab, go through the setup steps again to properly configure the plugin.

    This should synchronize the review count with the correct number displayed on Google. Let me know if you need further assistance!

    Best Regards,
    Laca
    Trustindex Support Team

    Thread Starter beliven

    (@beliven)

    Hi @lacadev,
    I tried the process you described and it works: the number of reviews is retrieved correctly now.

    I ask you: do we have to do this procedure manually every time this problem happens or does the plugin have an internal control so that it doesn’t happen again?

    Thank you,
    Beliven

    Plugin Support Laca

    (@lacadev)

    Hi Beliven,

    In the future, this issue shouldn’t occur again. However, if it does, please don’t hesitate to reach out to us.

    Thank you,
    Laca
    Trustindex Support Team

    Thread Starter beliven

    (@beliven)

    Ok, thank you very much @lacadev.

    Plugin Support liditrudex

    (@liditrudex)

    Thanks for your cooperation!

    Let us know if we can help you with anything!

    • This reply was modified 5 months, 1 week ago by liditrudex.
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